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Have not received btc cashout for $2500

Dear schnoffyg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

What is the KYC verification

KYC (Know Your Customer) verification is a standard process used by online casinos to confirm the identity of their players. It is a security measure designed to prevent fraud, money laundering, and underage gambling. As part of this process, the casino may ask you to provide documents such as:

• A copy of your government-issued ID (passport, driver's license, or national ID card)
• A recent utility bill or bank statement as proof of address
• Proof of payment method (e.g., a screenshot of your bank account, e-wallet, or card used for deposits)

The verification process ensures that withdrawals are processed securely and that funds are sent to the rightful account holder.

If you need further clarification, feel free to ask.

Dear schnoffyg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.